We Care Plumbing Heating Air and Solar

We Care Plumbing Heating Air and Solar
In December of I was looking for new air conditioners not to finance but to pay cash forI looked at several different companies and then We Care came out and up-sold me with a very expensive Lenox air conditioner and new heaters which I did not needAt the time MrL*** the sales person that came out to sell me the air conditioners, I was not looking to spend $25,on a new system but he convinced me to do this process by going on with this HERO program that basically finances you the money for a fee of course but the fee was supposed to be offset by the government give you money back for choosing an energy efficient productHe explained that the money financed would be tied to my county taxes and that I would get to deduct the interest on my taxes for $2,a yearI decided to to the five year plan which was to pay it off quick because I do not believe in taking loans for things you cannot pay for but since I could pay for it it did not bother me to make a large paymentI had no idea and it was never explained to me that Riverside County was going to put a LIEN on my house yes a LIEN! I did not realize this till my mortgage company two weeks ago increased my mortgage payment by $I was confused by this because I have a year fixed mortgageSo I decided to call the mortgage company and they said my taxes had gone up $6,in one yearAt this point I became suspicious so I called Riverside County Tax Assessor and they told me about the Hero Program and the LienThen I went online and looked up We Care and Hero program and I found 1000's of cases where seniors had lost their home due to the lien and other terrible circumstancesI then did some more checking and found an article by Deputy District Attorney of Riverside county investigating the situation and the relationship between the county, We Care and Hero ProgramI guess I never thought that people do these things to other unknowing seniors and other people and who would have believed that the government would actually rip you offToday I spoke with someone at We Care and the manager that I spoke to claimed that he did not know that the Hero Program put a lien on peoples homes and they claim this is a good and kind thing to doHOW is ripping people off a kind thing to do? How is being dishonest and claiming ignorance a good business practice when you are selling people a service or a product? I believe this is a scam and a bad business practice and it harms the public and people need to know what can happen to them from signing any paperwork with We Care when Hero is involved

Excellent work Honest workers Works with customers on the price

I've been extremely pleased with the work and professionalism at We Care This is a first class operation and they do first class work with first class equipment Would recommend them to anybody***

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, 2015/02/24) */
We Care went to the customers home on 8/1/for a diagnostic call and found that Edison had shut down the AC remotelyWe offered a maintenance plan that would lower the $quoted diagnostic to only $and he agreed to pay $plus
$for the 1-year membership which included an AC tune up and a heating tune upAs planned we called him months later to schedule the first visit (the 2nd would've been at month 12)and the customer said he had already changed his filter and did not want the serviceThe customer never called us back after the call yesterday but we are going to refund his $and allow him to keep the discounted rate for the original diagnosis as a considerationWe would like the opportunity to talk to him about the call and apologize if our representative did not meet his expectationsOur call center Manager called and left him a voicemail earlier today after receiving the only notification regarding this issue (which was from the Revdex.com) but he has not called us backWe are in the business of customer service and would be happy to have our call center Manager speak to him at any time
Initial Consumer Rebuttal /* (2000, 7, 2015/02/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the refund amountNever had a problem with the techI would suggest to customers who sign up for the maintenance program to receive something in the mail as to what the maintenance program covers and when to expect schedulingI only received coupons around Nov'I don't appreciate being hung up on by your call center employeeThe Amex card I used is no longer validIf you can mail me a check for $to *** *** *** *** StPerris, CA XXXXX that would be easiest resolution for meI left a message at XXX-XXX-XXXX on 2/25/@ 3:38pm

Good morning ***, We received your letter and the response from the customer stating that he is, “Rejecting this response” After receiving your letter our Sales Manager *** reached out to and left a message for Mr*** 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*** 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*** 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*** if need be Thank you,*** ***Operations Manager

Excellent customer service from phone to repair! Will use them again and refer to my friends!

On the several occasions when I needed a plumber or when preventive maintenance was accomplished on our HVAC system We Care was always thorough, professional, knowledgeableI don't think they are the least expensive but I would rather pay a little more and get quality serviceBy the way, they were the only ones that came to repair a plumbing problem on Super Bowl Sunday a couple of years ago

We Care Plumbing ,Heating,Air, Solar is a very professional company who replace my year old A/C and 11year Heater that was not installed correctly by another company
The Technicians who help with the elevation and insulation were all very
skilled and knowledgeable what was needed for my A/C and Heater I selected
What impressed me was the craftsmanship the company crew had in replacing the heater box that the past company did not do And the great care of installing both
A/C and Heater units On a personal note I am a recent widow ,this was a difficult
decision without my Husband ***I felt this Company did not take advantage of me and gave me many choices to help me with my budget I am very grateful for that

Initial Business Response /* (1000, 5, 2015/08/04) */
We Care installed a new AC and heating system only, no duct work was replaced, 5/25/13 for Mr. [redacted]. There has never once been a mechanical failure or part repaired or replaced on the equipment We Care installed. The installation was done...

to the Southern California Edison "Quality Installation" program standards and met all requirements to receive an $850 rebate from SCE.
After the initial installation we were called back 5 months later [redacted]'s daughter, [redacted], on 10/16/15 due to a complaint of poor airflow in one room. Our 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 $400 each, totaling $800. This would give the homeowner separate temperature control and thermostats in each area she said was lacking airflow. The customer chose not to do the recommended changes to the existing ductwork.
On 12/03/13 we came back for routine scheduled maintenance and found no problems or issues. On 8/29/14 we were called back out due to poor airflow again in two rooms. We were late to the appointment and our Service Manager gave the customer a free 5" MERV 16 filter do to us being late ($135 charge normally). On 9/12/14 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 10/16/13. 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 installed. He 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 customer. The 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 5/26/15 and the call was not returned until 7/26/15 when [redacted] called us stating that the unit was not working. Our 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 11 months since the filter had been replaced. The customer declined to pay for the filter replacement. The 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 do. We 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 notification. The statement above that says, "It takes over 2 hours to just to have my home temperature lower 10 degrees" indicates that during high temperature, high humidity summer weather the system is performing well.
The unit is over 3 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 customer. We Care will submit all paperwork and documentation needed to support the chain of events stated should the Revdex.com or homeowner request them.

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.

The customer called on 6/25/17, after our office was closed, requesting service on a non-working AC system that we had recently installed. The on call representative told him that he was already on schedule for 6/29 (4 days later) for another service. The 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 4 days later since the unit was not working. We were able to get a technician out to him on 6/25/17 who resolved the issue with the AC. The customer received service in less than 24 hours during the hottest and busiest week of the year. We regret that we were unable to come out the same night but are satisfied with a less than 24 hour response to solve the issue.

I am rejecting this response because:
Good morning Ms. [redacted],   This letter is in response  and rebuttal to  Mr. [redacted] / We Care Plumbing, My water heater is not 12 years old as he said . The water heater was replaced by RITE A WAY PLUMBING,  on 01 Dec 2015,  due to its  heating element  no longer working.     AMERICAN SHIELD, my home insurance,   assigned RITE A WAY PLUMBING  to do this job.    Please note attached are two cancelled checks to show payment for the  HOME SHIELD insurance deductible for $100.00  and  $585.00  to  replace the water heater and modification , on  December 01, 2015. The water heater  has  5 years warranty on it.   On August 01, 2016,  my water heater flooded the garage and I called HOME SHIELD INSURANCE and RITE A WAY PLUMBING,  both companies were busy all morning and afternoon  so even though I have a  5 years warranty on the water heater,  I decided to call another company.   I called  WE CARE PLUMBING because I used them to install my A/C before.   The technician came, told me that the water heater is corroded  at the top in which I informed him that water heater is not even a year old so corrosion is not there (please see attached photos , taken before the technician dismantled it)   Corrosion was not visible to the technician,  and  he stated  that my water pressure was too high that's why the water overflowed.  He advise me to replace the water heater without assessing the problem with the heater.   The only reason that the  technician stayed longer in my house  is because he was convincing me to buy another  product that would stop corrosion in the pipe.  This would have cost me $2000 more.   He wrote it in the contract until I consulted my next door neighbor and  I  that’s  the reason why  I decided to wait for my son.  An honest technician would assess the problem first,   see if he could fix the problem before advising  me to replace the water heater. I  took his advice  and went in debt for $3040.00  to get another water heater  from WE CARE PLUMBING because I thought that they are honest company.  They charge me excessively for  the same service and product even if I would have LOWES do it.   RITE A WAY PLUMBING to email or fax the water heater replacement order docs.    This docs  I will email  ASAP to you Ms. [redacted].   Respectfully, [redacted]@gmail.com ###-###-####

Initial Business Response /* (1000, 5, 2016/05/05) */
Mrs. [redacted], while it is unfortunate that you wish to cancel your membership we will of course honor your request immediately. It 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 4/4/16 and 4/18/16 at which time you were not home for the appointments. Had 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 $252 will be refunded to you. We appologize for not meeting your expectations.
Initial Consumer Rebuttal /* (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 5 frustrating months of trying to get a response out of "We Care" (WHAT a joke!) Heating and Air. They 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.com. That one, I certainly did not return, as I was definitely finished with this company. Thus, the bulk of their complaint response is false - 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 calls. If 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 received. Shall 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 [redacted]-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 /* (4000, 10, 2016/05/16) */
Dr. [redacted], I apologize for not addressing you as "Dr." in my initial response. The complaint to the Revdex.com does not indicate that you are a doctor and our records to not either. Please forgive this "[redacted]" for not having that knowledge. After numerous attempts to reach you by phone failed in 2013 and early 2014, on 10/22/2014 (at your request to [redacted] our Comfort Advisor) We Care removed all phone numbers except for your business number XXX-XXX-XXXX. I 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 11/10/15 where all circuits were busy, so we mailed you a postcard reminder.
The refund check was cut on 5/13 and mailed to you on 5/14/16 and sent to your home address on file. Again I apologize for not meeting your expectations and am happy that you have found a contractor that has succeeded in satisfying your maintenance needs. Please let me know if we can be of further assistance, hopefully this complaint has been resolved to your satisfaction.
Final Consumer Response /* (2000, 15, 2016/06/07) */
Check received, [redacted] - finally.

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 9/8/16 to try to explain further but he has not returned our call as of this morning. I 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 sells. When 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 started. In 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 made. This 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[redacted]g department looks to collect monies to cover those costs. Again, 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 it. Even 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 future. We are available 24 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

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.

On 8/2/16, our Sales Manager [redacted] spoke with the customer who was upset that we had sent him a bill for $177. [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 $177 balance due. The customer asked for,...

and was given, an invoice on 8/4/16 showing a zero balance due and agreed to withdraw the Revdex.com complaint.   That was our last contact with the customer on 8/4/16.

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.

We are very happy with our service.

I have been using We Care service...for a many years. Knock on wood, I have not had any problems with their service. The employees are very professional, give you options and recommendations as needed. The service reps are very knowledgeable, and try very hard to make you understand the why's and how's. I will mention the latest service rep, Kevin - he was polite, a professional, and took the time to explain. To date I have not had any problems with their service. Yes I would recommend them highly (as I have done for my neighbor).