We Care Plumbing Heating Air and Solar

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me.I just do'n't want to be bothered by this company anymore

Good morning [redacted] , We received your letter and the response from the customer stating that he is, “Rejecting this response” After receiving your letter our Sales Manager [redacted] reached out to and left a message for Mr [redacted] on 9/8/to try to explain further but he has not returned our call as of this morningI believe there may be a communication error but I would like Mr [redacted] to know that we use a third party company called I.E Permits to pull all permits for jobs We Care sellsWhen we sell a job, such as a complete HVAC system installation in this case, we are required by state law to pull a permit before the work can be startedIn order to do that we alert I.E Permits immediately after a sale is made so that they can start the process and pull a permit and deliver it to us, typically by or about the 3rd day after the sale is madeThis insures that the customer, and our company, are in compliance with state law and have a permit in hand before the work is started It is rare that a customer cancels an agreement a couple days after signing, however, once money is spent towards a project (in this case to acquire a permit) our bil***g department looks to collect monies to cover those costsAgain, this is a very rare occurrence where the customer cancels but we immediately agreed to credit the account once we were contacted by Mr [redacted] about itEven though this is an uncommon situation, in an effort to improve customer relations in this area going forward we are reviewing our process and the language of our agreement to avoid problems like this in the futureWe are available hours a day by telephone and would happily take the time to discuss this further with Mr [redacted] if need be Thank you, [redacted] Operations Manager

The technician that came to my house was very professional and pleasant He took care of my problem and checked everything out I was very pleased with Dan

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meI just do'n't want to be bothered by this company anymore

The customer called on 6/25/17, after our office was closed, requesting service on a non-working AC system that we had recently installedThe on call representative told him that he was already on schedule for 6/(days later) for another serviceThe customer was told that we were unable to come out that night but that we would call him in the morning once the office opened up so we could try to get out to him sooner than the already scheduled appointment set for days later since the unit was not workingWe were able to get a technician out to him on 6/25/who resolved the issue with the ACThe customer received service in less than hours during the hottest and busiest week of the yearWe regret that we were unable to come out the same night but are satisfied with a less than hour response to solve the issue

On 8/2/16, our Sales Manager [redacted] spoke with the customer who was upset that we had sent him a bill for $ [redacted] explained that the bill was to cover the cost of permits that were pulled before the customer cancelled the job but he agreed to waive the $balance dueThe customer asked for, and was given, an invoice on 8/4/showing a zero balance due and agreed to withdraw the Revdex.com complaint That was our last contact with the customer on 8/4/

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 12229697, and find that this resolution is satisfactory to me

Initial Business Response / [redacted] (1000, 5, 2016/05/05) */ Mrs***, while it is unfortunate that you wish to cancel your membership we will of course honor your request immediatelyIt is regretable that you did not return our calls to discuss this issue as we have reached out to you numerous times after sending our technician to your home on both 4/4/and 4/18/at which time you were not home for the appointmentsHad you called our company and requested to cancel the membership any one of our customer service representatives could have done so prior to this complaint to the Revdex.com The membership will be cancelled effective today and the $will be refunded to youWe appologize for not meeting your expectations Initial Consumer Rebuttal / [redacted] (3000, 8, 2016/05/16) */ [redacted] - Your web address doesn't work - thus, I'm emailing to follow up on the Revdex.com case that I filed on May 3rd, after frustrating months of trying to get a response out of "We Care" (WHAT a joke!) Heating and AirThey have NEVER called nor returned the many calls that I have made - except for the call that was made after I filed the complaint with Revdex.comThat one, I certainly did not return, as I was definitely finished with this companyThus, the bulk of their complaint response is - but, then why would one be surprised - they promise to fulfill a contract and do not; spouting falsehoods probably comes with the territory! (And, by the way, the number that they have for us is our office number - and my company keeps scrupulous records of any incoming callsIf there had been any calls from WCHA - other than the one canceling the ONE time that I managed to get them to agree to making a service call (their cancellation message simply said they were canceling "for training purposes" - and this came in to our physicians' message service on Sunday, the day before they were supposed to be at the house, the following Monday), we would gladly pull those and share them with you, but alas, there are none to report - except, as I say - after the complaint was filed - they suddenly remembered our number and how to reach us!) Thus, I readily accept their "refund" - except that they've had a week and absolutely nothing has been receivedShall I file another complaint if they do not refund the money? Regards, Dr [redacted] (Please note that I have NEVER used the appellation "Mrs." in my entire career - not sure where this ***-water company gets the right to address me as such, as it's always been clear that my name is Dr [redacted] ***.) Something you might be interested in knowing is that I made contact with our contractor last weekend and asked for a referral to a heating and air company - he recommended a local firm WHO CALLED ME; then came out the next day (at a time that was convenient for ME and my schedule); and finished all the necessary seasonal maintenance on our two systems within an hour! Now, THAT'S what I call service - something that WC H & A has yet to learn - they're far too busy running ads on the radio, and have forgotten that they need to put the service in place to follow up after customers make contact Final Business Response / [redacted] (4000, 10, 2016/05/16) */ Dr [redacted] ***, I apologize for not addressing you as "Dr." in my initial responseThe complaint to the Revdex.com does not indicate that you are a doctor and our records to not eitherPlease forgive this "***" for not having that knowledgeAfter numerous attempts to reach you by phone failed in and early 2014, on 10/22/(at your request to [redacted] our Comfort Advisor) We Care removed all phone numbers except for your business number XXX-XXX-XXXXI would ask that you do please check the business phone records as you will undoubtedly see that we called your business number at 3:35pm on 10/4/15, again at 12:43pm on 11/10/where all circuits were busy, so we mailed you a postcard reminder The refund check was cut on 5/and mailed to you on 5/14/and sent to your home address on fileAgain I apologize for not meeting your expectations and am happy that you have found a contractor that has succeeded in satisfying your maintenance needsPlease let me know if we can be of further assistance, hopefully this complaint has been resolved to your satisfaction Final Consumer Response / [redacted] (2000, 15, 2016/06/07) */ Check received, [redacted] - finally

Initial Business Response / [redacted] (1000, 5, 2015/08/04) */ We Care installed a new AC and heating system only, no duct work was replaced, 5/25/for Mr [redacted] ***There has never once been a mechanical failure or part repaired or replaced on the equipment We Care installedThe installation was done to the Southern California Edison "Quality Installation" program standards and met all requirements to receive an $rebate from SCE After the initial installation we were called back months later ***'s daughter, [redacted] ***, on 10/16/due to a complaint of poor airflow in one roomOur technician [redacted] (now our Service Manager) found the airflow issue was caused by the original ductwork in the home and proposed adding two mechanical zones to the home and ductwork for $each, totaling $This would give the homeowner separate temperature control and thermostats in each area she said was lacking airflowThe customer chose not to do the recommended changes to the existing ductwork On 12/03/we came back for routine scheduled maintenance and found no problems or issuesOn 8/29/we were called back out due to poor airflow again in two roomsWe were late to the appointment and our Service Manager gave the customer a free 5" MERV filter do to us being late ($charge normally)On 9/12/we returned again due to the airflow issue and sent a Senior technician to see if anything could be done besides the added zones previously recommended on 10/16/The technician found a kinked duct run (original to the home) and repaired it for free, no charge even though it was not part of the equipment we installedHe also installed a manual damper in the ductwork in an attempt to direct more air to the master and guest bedroom, again at no charge to the customerThe customer " [redacted] ***" signed the invoice that day stating, "Customer happy with airflow to master bedroom and guest bedroom" and is "100% Satisfied"This was again done at no charge to the customer even though the original sales agreement signed by [redacted] states no ductwork was to be replaced and that the customer agreed to "Use existing duct work" We Care called to schedule routine maintenance 5/26/and the call was not returned until 7/26/when [redacted] called us stating that the unit was not workingOur technician found that the filter for the system was extremely dirty and recommended replacing it and the UV light that goes with it since it was now months since the filter had been replacedThe customer declined to pay for the filter replacementThe diagnostic charge for this non-warranty service call was waived and the customer paid nothing for the visit, it was free [redacted] called our office and was very upset about the cost of the filter and was told how to obtain a filter on her own which she said she would doWe Care offered to send a Supervisor or senior tech out as a second opinion to verify that the filter was the only problem and [redacted] declined We have not heard from the customer since the offer to send a Supervisor or Senior tech until this notificationThe statement above that says, "It takes over hours to just to have my home temperature lower degrees" indicates that during high temperature, high humidity summer weather the system is performing well The unit is over years old and the labor warranty has expired but We Care will again offer to come out to the home to see if there are any other issues with the system and will do so at no charge as an attempt to satisfy the customerWe Care will submit all paperwork and documentation needed to support the chain of events stated should the Revdex.com or homeowner request them

We Care Plumbing and heating They do excellent service and Jason Z [redacted] is an awesome technician

As always We Care Plumbing Heating and Air was very polite, thorough and informative on our Heating units performanceWe have always enjoyed the customer service provided by them

Initial Business Response /* (1000, 5, 2015/09/21) */
Contact Name and Title: *** ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@wecareteam.com
We Care was originally contacted by Energy Upgrade California, a partner with Southern California Edison, and were
given the customers information as someone interested in home efficiency upgradesWe Care contacted the customer and scheduled an appointment for a free estimate to replace HVAC equipment and look at other home improvement optionsOn 11/21/We Care installed a complete HVAC system and a whole house water filtration system for the customerThe customer was given several equipment options ranging from low to high efficiency and chose the top of the line Lennox HVAC systemThe customer was given multiple options to finance the project and ultimately chose to use the year HERO financing termWe Care does not offer inhouse financing and the HERO program is one of many 3rd party financing options we give to our customersWe Care's first priority is great customer service and due to the fact that the customer does not feel like she has received that service we are willing to work with the customer to resolve her concernsWe Care cannot do anything about the financing of the job or the terms agreed to with HERO by the customer but we are open to the option of discounting a water heater for herPlease ask the customer to call us at her earliest convenience and we will do everything possible to resolve this issue
Initial Consumer Rebuttal /* (3000, 7, 2015/09/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The reply is not trueThis is not what happenedThe sales person did not tell me he was from Energy Upgrade California because I kept asking him if he was from Edison and he always said yesI did not choose the Lennox, the sales person was very excited to install the top of the line Lennox as part of the Hero program he was sellingI may not have chosen top of the line because I could not afforded if I was to purchase out of pocketAs I mentioned I only needed double pain windows and had saved money for that, not an a/c- heater top of the lineI was well aware I needed one although being on propane I use a wood heaterI am on Edison's Summer Energy Savings Program in the summer where my a/c is turned off for environmental reasons, this is a reason I was open to what the sales person was selling through the Hero program, I save money with the Edison programsMy next project was a new a/cI must say the Lennox is brilliant, it is the best and I most certainly am enjoying itI was more than delighted when the whole house water filtration system was thrown in too because I felt that was out of my budget, no questionsI was not giving multiple options to choose fromHe knew all the programs, he said this one fit my needThe sales person was very excited and told Hero on the phone to get me approvedI sat in disbelief because of my veteran income I felt no way could I possibly be acceptedThe sales person told me his father is a vet and is on the program and writes it off his taxes as the program is meant; a return phone call and I was acceptedIt was all very exciting and happy and I kept my faith in the sales person as I mentioned because I am on an energy saving program now in the summer and have been happy with it now the past two yearsIt all seemed to good to be trueThe sales person pointed his finger at me and said I will take care of youWhen he left I stood there because the papers I electronically signed where not from Edison he said why aren't you jumping up and down? I was just nervous but said well your from Edison, he said yes, I sais well I trust youIt has been one year now and I still have not been able to resolve anything over the phone with the sales person or customer serviceOne of the last phone calls I had with the sales person he told me nothing is free you know thatHe also said I have hurt his feelingsI said over then phone give me a new hot water heater and I will shut up, trying to do business, they replied they do not give out free hot water heaters and I will have a coupon with my first a/c maintenance check It was very uncomfortable, stressful to try and resolve with themLike this reply is not true to what happenedA month or so later an Edison rep did stop by in an Edison uniform and papers, I did not qualify for the program because of my veteran income, I accepted thatI was prepared to accept the fact I would not qualify for Hero too, although the sales person from We Care told Hero over the phone to make sure I qualifyI phoned Edison and they had no knowledge of sending We Care to my home, it has taken me one year to fined out it was Energy Upgrade CaliforniaI only needed windows, I had saved the money for windows I had no money for a top of the line Lennox or anything elseThe reason I wrote Revdex.com is because of the stressful treatment I have received from their customer service at We Care
I do not accept this response because it is not true to what happenedI am looking forward to resolve this
Final Business Response /* (4000, 28, 2015/10/23) */
In an effort to resolve this issue for good, we will honor the request of an 80% discount off of the gallon propane water heater installationOur only hope is to satisfy the customer and we do not wish to proceed with this request unless it is explicitly understood that the customer will be completely satisfied after we perform this workWe are hoping to accomplish just that by honoring her request and sincerely hope to put this matter in her rear view mirror
Final Consumer Response /* (2000, 30, 2015/10/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you

On 8/1/we were called out to the customers home to provide a $diagnostic on a leaking water heaterOur Plumber arrived at 4:34PM and proceeded to diagnose the leak and made the recommendation based on his findings that the approximately year old water heater needed to be replaced, as
well as the pressure regulator to the homeAfter spending almost hours onsite providing an estimate to perform the work needed the customer signed and agreed to have the water heater and pressure regulator replaced the following dayOur Plumber left the home at 7:01PM The following day he arrived at 7:56am and proceeded to perform the agreed upon repairs and left approximately hours later at 10:54amOur Plumber charged the proper price provided in his company price bookThis is the exact same price that our company has charged for almost years and the exact same price ANY customer would have paidThere is absolutely no price increase adjustments made or allowed by any of our employees based on any factor related to the customers age, or any other factorWe simply do not take advantage of customers, periodWe provide up front free (or in this case $diagnostic) estimates and let homeowners choose whether or not to do business with us As for the estimate from another contractor, like Lowes, we find frequently that these over the phone, or not in person at your home, estimates often tend to grow in price once they arrive at your home and start adding items like flex lines, earthquake straps, drain pans, welding temperature and pressure lines, gas shut offs, etcWe, like most contractors today, charge using a flat rate system and do not charge by the hour or break down time and materials usedOur flat rate price includes all materials, tax and labor no matter how long the job takesIf you compare them apples to apples our prices are very fair and very in line with our competitors We would be happy to discuss this further with the customer and hope this helps them better understand where we are coming fromWe are upfront and honest, the last thing we will do is take advantage of anyone

Initial Business Response /* (1000, 5, 2015/09/21) */
Contact Name and Title: *** ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@wecareteam.com
We Care was originally contacted by Energy Upgrade California, a partner with Southern California Edison, and were given the
customers information as someone interested in home efficiency upgradesWe Care contacted the customer and scheduled an appointment for a free estimate to replace HVAC equipment and look at other home improvement optionsOn 11/21/We Care installed a complete HVAC system and a whole house water filtration system for the customerThe customer was given several equipment options ranging from low to high efficiency and chose the top of the line Lennox HVAC systemThe customer was given multiple options to finance the project and ultimately chose to use the year HERO financing termWe Care does not offer inhouse financing and the HERO program is one of many 3rd party financing options we give to our customersWe Care's first priority is great customer service and due to the fact that the customer does not feel like she has received that service we are willing to work with the customer to resolve her concernsWe Care cannot do anything about the financing of the job or the terms agreed to with HERO by the customer but we are open to the option of discounting a water heater for herPlease ask the customer to call us at her earliest convenience and we will do everything possible to resolve this issue
Initial Consumer Rebuttal /* (3000, 7, 2015/09/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The reply is not trueThis is not what happenedThe sales person did not tell me he was from Energy Upgrade California because I kept asking him if he was from Edison and he always said yesI did not choose the Lennox, the sales person was very excited to install the top of the line Lennox as part of the Hero program he was sellingI may not have chosen top of the line because I could not afforded if I was to purchase out of pocketAs I mentioned I only needed double pain windows and had saved money for that, not an a/c- heater top of the lineI was well aware I needed one although being on propane I use a wood heaterI am on Edison's Summer Energy Savings Program in the summer where my a/c is turned off for environmental reasons, this is a reason I was open to what the sales person was selling through the Hero program, I save money with the Edison programsMy next project was a new a/cI must say the Lennox is brilliant, it is the best and I most certainly am enjoying itI was more than delighted when the whole house water filtration system was thrown in too because I felt that was out of my budget, no questionsI was not giving multiple options to choose fromHe knew all the programs, he said this one fit my needThe sales person was very excited and told Hero on the phone to get me approvedI sat in disbelief because of my veteran income I felt no way could I possibly be acceptedThe sales person told me his father is a vet and is on the program and writes it off his taxes as the program is meant; a return phone call and I was acceptedIt was all very exciting and happy and I kept my faith in the sales person as I mentioned because I am on an energy saving program now in the summer and have been happy with it now the past two yearsIt all seemed to good to be trueThe sales person pointed his finger at me and said I will take care of youWhen he left I stood there because the papers I electronically signed where not from Edison he said why aren't you jumping up and down? I was just nervous but said well your from Edison, he said yes, I sais well I trust youIt has been one year now and I still have not been able to resolve anything over the phone with the sales person or customer serviceOne of the last phone calls I had with the sales person he told me nothing is free you know thatHe also said I have hurt his feelingsI said over then phone give me a new hot water heater and I will shut up, trying to do business, they replied they do not give out free hot water heaters and I will have a coupon with my first a/c maintenance check It was very uncomfortable, stressful to try and resolve with themLike this reply is not true to what happenedA month or so later an Edison rep did stop by in an Edison uniform and papers, I did not qualify for the program because of my veteran income, I accepted thatI was prepared to accept the fact I would not qualify for Hero too, although the sales person from We Care told Hero over the phone to make sure I qualifyI phoned Edison and they had no knowledge of sending We Care to my home, it has taken me one year to fined out it was Energy Upgrade CaliforniaI only needed windows, I had saved the money for windows I had no money for a top of the line Lennox or anything elseThe reason I wrote Revdex.com is because of the stressful treatment I have received from their customer service at We Care
I do not accept this response because it is not true to what happenedI am looking forward to resolve this
Final Business Response /* (4000, 28, 2015/10/23) */
In an effort to resolve this issue for good, we will honor the request of an 80% discount off of the gallon propane water heater installationOur only hope is to satisfy the customer and we do not wish to proceed with this request unless it is explicitly understood that the customer will be completely satisfied after we perform this workWe are hoping to accomplish just that by honoring her request and sincerely hope to put this matter in her rear view mirror
Final Consumer Response /* (2000, 30, 2015/10/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you

Initial Business Response /* (1000, 5, 2016/02/25) */
Contact Name and Title: *** ***
Contact Phone: XXX-XXX-XXXX
We Care was called to the customers home to give a free estimate to install a ductless minisplit HVAC systemOur Comfort Advisor arrived at the home and found that
the existing home did not have sufficient space in the attic to install ductwork or a typical "Central" heating and air conditioning system and confirmed with the homeowner that the ducless minisplit style system that they requested was the correct style of unit to install in there homeAfter spending hours at the home (tracked by GPS) our Comfort Advisor signed a sales agreement to install a ductless minisplit system which was what the customer requested from the beginningThe installation was completed a couple days later and the homeowner was fully aware of the fact that an electrical panel was needed as it was part of the original sales agreement to install a amp electrical serviceAfter the installation was done, the homeowner called our Comfort Advisor and said that they had spoken to there architect and found out that there were plans for the future to build an attic and the architect recommended installing central heating and air at a later dateUnfortunately for the homeowner this information was never given to We Care or our Comfort AdvisorWe quoted and installed exactly what the homeowner asked for and agreed to on the signed and dated sales agreementThat agreement was signed and dated on Wednesday, 2/10/We Care received a faxed written intent to cancel the agreement on Sunday morning, 2/14/16, after the installation was completeThis was not within the day right to cancel period mentioned in this complaint, and it was after the work had already been performedWe Care has been in constant contact with the homeowner (all phone calls are documented and tracked, we will provide records to the Revdex.com) offering to complete the electrical panel installation and have offered to bring portable heater repeatedly but have been told "No" by the homeowner each timeWe have offered to work with the homeowner to minimize the cost associated with removing the existing system and do not feel it is reasonable to remove it at no chargeThe customer requested a minisplit, we confirmed it was the correct application needed after a hour site visit, we installed the minisplit per the signed sales agreement and the customer allowed the installation to occur before finally sending written notice to cancel on the 4th day after the agreement was signedOur Sales Manager and our Comfort Advisor have been in contact constantly and wish to resolve this matter by reducing the cost to install central heating and air conditioning in the future once the homeowner performs the additional work of building an attic, no matter how far in the future that isWe will also continue to try to schedule the electrical work that the homeowner is not allowing, or, we will refund them money to cover the agreed to electrical and plumbing work that has yet to be performedWe will do what is fair and reasonable to insure this matter is resolved and look forward to speaking to the homeowner

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.I just do'n't want to be bothered by this company anymore

Initial Business Response /* (1000, 5, 2016/03/15) */
We have been in contact with the customer throughout this extensive installation of Solar, HVAC, a water softener and a tankless water heaterWe Care filed the lien after non payment as is customary when this much work is done and
payment terms are not metDue to the sound made by the water heater we contacted and eventually sent the manufacturer's representative from Noritz (maker of the tankless water heater) to the home to review the noise made by the tankless water heaterThe manufacturer said that the sound is and we have spoken to the customer since this visit and ultimately have come to a consensus that there is nothing wrong with the equipmentWe regret that the homeowner is not 100% satisfied and offered to explore options to satisfy them, however, they said that nothing else needs to be done at this point(conversation was today, 3/15/16) We have extended a year membership to the customer to continue to monitor the equipment and perform maintenance as needed for those years at no cost to the homeownerThe customer signed the completion certificate today and the lien will be released upon full payment which is set for this coming Friday through the Hero program
Initial Consumer Rebuttal /* (3000, 7, 2016/03/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
In filing the lien I had been forced to sign the contract even though the HERO Program (Reps) have stated if not satisfied, do not sign-off on the workWhat We Care did was wrongSince the Water Softener was mentioned, let's be clear on thisWe Care had removed my original water softener and water heaterReplacing the water softener was We Care's way of correcting a wrong on their partI am still waiting to get my water heater backOffering an extended year membership doesn't really fix anythingAlso, We Care tested my water and where we live we have hard water, so this would decrease the life on the Tankless because in the instructions it states that if you have hard water you need to treat the water or else it may void Noritz's warrantyI would still like to have my water heater back or compensated for it because We Care removed this item without my authorizationWe Care is a good company but there are just a few thing they have to work on internallyOne more thing, when you start a job please make sure you finish it, because I am still connected to SCE with a temporary connectionI didn't know that I had to finish the job the contractor was suppose to have completed
Final Business Response /* (4000, 17, 2016/04/12) */
Mr***, I apologize for misspelling your name previously and for not acknowledging that I did so in the previous responseIt was not intentional and no disrespect was intendedAdditionally, we will take into consideration your recommendation regarding the disposal of existing water heaters/equipment when replacing them as wellSatisfying our customers is our number one priority and we have continued to grow our brand year over year based on just that, customer satisfaction
We spoke previously on 3/15/and offered to do whatever necessary to resolve this issue and we still offer the same thing, whatever is necessaryConsidering your latest response, we are offering to refund you the value of the used water heater we removed from the property in an effort to resolve this complaintA quick Google search has brand new water heaters listed between $325-$or soWe are offering to credit/refund you $for the water heater if that will 100% satisfy this complaint
I realize and regret that this does not mean you are 100% satisfied, but hope that you will accept this as resolution of this complaint
Final Consumer Response /* (2000, 19, 2016/04/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I greatly appreciate your efforts to resolve this issue and accept the offerI just want to say that I have had great technicians come out and install various pieces of equipment especially your Solar techThe We Care technicians had nothing negative to say about the company, this is something you should be proud of and please make sure this praise gets back to them
As you stated that I am not 100% satisfied, this is true, but I am satisfied enough to recommend We Care to potential future clients that may need serviceYou held We Care accountable which makes recommending your services easier to do
Thank you again

Initial Business Response /* (1000, 5, 2015/08/04) */
We Care installed a new AC and heating system only, no duct work was replaced, 5/25/for Mr*** ***There has never once been a mechanical failure or part repaired or replaced on the equipment We Care installedThe installation
was done to the Southern California Edison "Quality Installation" program standards and met all requirements to receive an $rebate from SCE
After the initial installation we were called back months later ***'s daughter, *** ***, on 10/16/due to a complaint of poor airflow in one roomOur technician *** (now our Service Manager) found the airflow issue was caused by the original ductwork in the home and proposed adding two mechanical zones to the home and ductwork for $each, totaling $This would give the homeowner separate temperature control and thermostats in each area she said was lacking airflowThe customer chose not to do the recommended changes to the existing ductwork
On 12/03/we came back for routine scheduled maintenance and found no problems or issuesOn 8/29/we were called back out due to poor airflow again in two roomsWe were late to the appointment and our Service Manager gave the customer a free 5" MERV filter do to us being late ($charge normally)On 9/12/we returned again due to the airflow issue and sent a Senior technician to see if anything could be done besides the added zones previously recommended on 10/16/The technician found a kinked duct run (original to the home) and repaired it for free, no charge even though it was not part of the equipment we installedHe also installed a manual damper in the ductwork in an attempt to direct more air to the master and guest bedroom, again at no charge to the customerThe customer "*** ***" signed the invoice that day stating, "Customer happy with airflow to master bedroom and guest bedroom" and is "100% Satisfied"This was again done at no charge to the customer even though the original sales agreement signed by *** *** states no ductwork was to be replaced and that the customer agreed to "Use existing duct work"
We Care called to schedule routine maintenance 5/26/and the call was not returned until 7/26/when *** *** called us stating that the unit was not workingOur technician found that the filter for the system was extremely dirty and recommended replacing it and the UV light that goes with it since it was now months since the filter had been replacedThe customer declined to pay for the filter replacementThe diagnostic charge for this non-warranty service call was waived and the customer paid nothing for the visit, it was free*** called our office and was very upset about the cost of the filter and was told how to obtain a filter on her own which she said she would doWe Care offered to send a Supervisor or senior tech out as a second opinion to verify that the filter was the only problem and *** declined
We have not heard from the customer since the offer to send a Supervisor or Senior tech until this notificationThe statement above that says, "It takes over hours to just to have my home temperature lower degrees" indicates that during high temperature, high humidity summer weather the system is performing well
The unit is over years old and the labor warranty has expired but We Care will again offer to come out to the home to see if there are any other issues with the system and will do so at no charge as an attempt to satisfy the customerWe Care will submit all paperwork and documentation needed to support the chain of events stated should the Revdex.com or homeowner request them

Initial Business Response /* (1000, 5, 2016/03/15) */
We have been in contact with the customer throughout this extensive installation of Solar, HVAC, a water softener and a tankless water heaterWe Care filed the lien after non payment as is customary when this much work is done and payment terms
are not metDue to the sound made by the water heater we contacted and eventually sent the manufacturer's representative from Noritz (maker of the tankless water heater) to the home to review the noise made by the tankless water heaterThe manufacturer said that the sound is and we have spoken to the customer since this visit and ultimately have come to a consensus that there is nothing wrong with the equipmentWe regret that the homeowner is not 100% satisfied and offered to explore options to satisfy them, however, they said that nothing else needs to be done at this point(conversation was today, 3/15/16) We have extended a year membership to the customer to continue to monitor the equipment and perform maintenance as needed for those years at no cost to the homeownerThe customer signed the completion certificate today and the lien will be released upon full payment which is set for this coming Friday through the Hero program
Initial Consumer Rebuttal /* (3000, 7, 2016/03/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
In filing the lien I had been forced to sign the contract even though the HERO Program (Reps) have stated if not satisfied, do not sign-off on the workWhat We Care did was wrongSince the Water Softener was mentioned, let's be clear on thisWe Care had removed my original water softener and water heaterReplacing the water softener was We Care's way of correcting a wrong on their partI am still waiting to get my water heater backOffering an extended year membership doesn't really fix anythingAlso, We Care tested my water and where we live we have hard water, so this would decrease the life on the Tankless because in the instructions it states that if you have hard water you need to treat the water or else it may void Noritz's warrantyI would still like to have my water heater back or compensated for it because We Care removed this item without my authorizationWe Care is a good company but there are just a few thing they have to work on internallyOne more thing, when you start a job please make sure you finish it, because I am still connected to SCE with a temporary connectionI didn't know that I had to finish the job the contractor was suppose to have completed
Final Business Response /* (4000, 17, 2016/04/12) */
Mr***, I apologize for misspelling your name previously and for not acknowledging that I did so in the previous responseIt was not intentional and no disrespect was intendedAdditionally, we will take into consideration your recommendation regarding the disposal of existing water heaters/equipment when replacing them as wellSatisfying our customers is our number one priority and we have continued to grow our brand year over year based on just that, customer satisfaction
We spoke previously on 3/15/and offered to do whatever necessary to resolve this issue and we still offer the same thing, whatever is necessaryConsidering your latest response, we are offering to refund you the value of the used water heater we removed from the property in an effort to resolve this complaintA quick Google search has brand new water heaters listed between $325-$or soWe are offering to credit/refund you $for the water heater if that will 100% satisfy this complaint
I realize and regret that this does not mean you are 100% satisfied, but hope that you will accept this as resolution of this complaint
Final Consumer Response /* (2000, 19, 2016/04/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I greatly appreciate your efforts to resolve this issue and accept the offerI just want to say that I have had great technicians come out and install various pieces of equipment especially your Solar techThe We Care technicians had nothing negative to say about the company, this is something you should be proud of and please make sure this praise gets back to them
As you stated that I am not 100% satisfied, this is true, but I am satisfied enough to recommend We Care to potential future clients that may need serviceYou held We Care accountable which makes recommending your services easier to do
Thank you again

I purchased a new air conditioner/furnace unit from WeCare Plumbing and Heating on October 6, I was interested in taking advantage of the "Hero" program, which allowed homeowners to defer the cost over several yearsAdditionally, WeCare also offered several rebate programs from Costco and a state agency
After signing the contract, things went immediately downhillOn the morning of the scheduled install, WeCare canceled the installation, at great inconvenience to meThis barely merited an apology from the company, although when I called the salesman to complain, he said "they should do something to make it right for you." Did they? No
Once rescheduled, I spoke to the main supervisor as he was doing the installI made reference to the fact that it was a ton unitHe said, "no, this is a ton unit." But I had ordered a ton unit, specifically to take advantage of it's energy efficiency and electricity savingsI called the salesman and asked what was going on and he told me that he had decided to put in a ton unit to be sure it cooled the house adequatelyI reminded him that he had told me that a ton would work just fine and he said, "don't worry, a ton doesn't cost you anymore." It may not but it wasn't what I ordered, nor was it ever discussed between me and the salesman to put in a larger unit than what I had beforeNow my SDGE bill is higher every month than what I expected out of a new high efficiency unit
On the second day, the manager of the install group griped about the other installers "not knowing what the *** they are doing!" He claimed he had to redo the work that they had done incorrectly the first day
After the install, we went to use our shower and found we had no hot waterThe company sent out a "plumber" that looked like he was still in high schoolLater, we went to use our shower and again found we had no hot waterThe company sent out a second plumber the following day
When I got my statement from the Hero program, I was shocked to see that I had been charged a substantial amount of fees, nearly $The salesman had disclosed none of thisI was flabbergasted and felt really taken advantage of
I had a hard time collecting the Costco rebateI told the salesman that I needed that rebate to help pay for my property taxes, and he said no problem, that the rebates are paid very quicklyBut when I didn't get it quickly, I called We Care and asked when I would get itThe person on the phone acted like they had no control over when I would get itIt ended up taking weeks to get what should have been a cash register rebate at the point of purchase from CostcoBut that isn't the worst of it
It has now been months since this unit was installed and my $rebate for the energy upgrade remains unpaidI called We Care about it several months ago, got switched from one person to another on the phones and was eventually left with a dead lineHopefully We Care doesn't think they can just walk away from this obligation because it is on the contract and I will sue them if I have to
I trusted this company when I signed the contract but had I known then what I do now, I would have never done business with themTo anybody reading this who is looking to spend $20K on an AC unit, I implore you to shop elsewhereCustomer service is not important to We Care - their goal is to simply take your moneyOnce that happens, they have no further use for you
To recap:
The company canceled the installation at the last minute, at great inconvenience to me
The salesman switched the unit from the one that I purchased to a different one without consulting me
The manager of the install group said his employees didn't know what they were doing
It took two plumbers and two days to reinstate the hot water the install group erroneously cut off
The salesman never disclosed the fees associated with the Hero program
One rebate took much longer to receive the Costco rebate than the company said would be the caseThe second rebate has still not been received
I don't know about the Revdex.com Inland Empire, but this is certainly not my idea of a "better business!"
*** ***, Poway, CA