We Care Plumbing Heating Air and Solar

"We Care" did a great job installing our new HVAC home system. Technicians were very courteous and professional. Thanks.

Initial Business Response /* (1000, 5, 2016/02/25) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
We Care was called to the customers home to give a free estimate to install a ductless minisplit HVAC system. Our 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 home. After spending 3 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 beginning. The 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 100 amp electrical service. After 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 date. Unfortunately for the homeowner this information was never given to We Care or our Comfort Advisor. We quoted and installed exactly what the homeowner asked for and agreed to on the signed and dated sales agreement. That agreement was signed and dated on Wednesday, 2/10/16. We Care received a faxed written intent to cancel the agreement on Sunday morning, 2/14/16, after the installation was complete. This was not within the 3 day right to cancel period mentioned in this complaint, and it was after the work had already been performed. We 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 time. We 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 charge. The customer requested a minisplit, we confirmed it was the correct application needed after a 3 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 signed. Our 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 is. We 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 performed. We will do what is fair and reasonable to insure this matter is resolved and look forward to speaking to the homeowner.

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.

I would like to resolve this amicably and wish to convey again that the customer was charged our book price based on the evaluation of the plumber. We were called out for a "Leaking water heater" and ended up confirming the leak was not repairable and quoted a price to replace, came back the following day and performed the work per the agreement the night before. I am open to discussing a resolution, please call me any time to do just that. Thank you.

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

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 ###-###-####