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Westlake Heating & Air Conditioning, Inc.

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Reviews Westlake Heating & Air Conditioning, Inc.

Westlake Heating & Air Conditioning, Inc. Reviews (5)

Review: Tuesday 1/19/16 heat pump stopped working, called and tech came out repaired a wire and heat was back on. Then said compressor sounds funny and need to replace at no charge per warranty. Next day came out to install compressor and told cost $980.00 to install for a job that took 1 1/2 hour. Asked why the charge said thought they had installed but did not, now we owe. Paid due to fact that in 2 days were to get a 1' to 2' of snow. Called back to speak to manager and was told after other manager would not talk to me anymore that she understood because we were told no charge and would talk to owner and get a reduction and would call back on Monday. I said thank you. Next day Friday snowing, new compressor not working. Call and talked to tech on call. He said to turn emergency heat on and would get there as soon as he could. Emergency heat quit too just like it had when we originally called in. So there was nothing wrong with compressor just sounded funny according to tech? Tech called back to say roads are bad now and he can not come so we are in a 3 day snow storm with no heat. He said to call Monday to make sure I'm on the list. On Monday I called, was not on list. Sent tech out and he said transformer. Next day got call saying to come pick up and it would be another $144.00 for part and service call. Picked up and put on ourselves. Still no phone call from manager like promised and can't believe that they would even consider charging another service call after installing a compressor that was not needed at my expense. Two weeks later still no phone call and I have left 3 more messages. I can't believe they won't even try to talk to their customers and try to work something out. I've lived here and worked here my whole life and can not believe how we have been treated!!Desired Settlement: Phone call and adjust bill.

Business

Response:

This is in response to Mrs. [redacted] Complaint. First of all Mrs. [redacted] bought her unit from an outside source and paid one of my employees on the side to install it which is unethical. The employee is no longer with us. She called and wanted her warranty compressor to be replaced. We informed Mrs. [redacted] prior to coming out that the charge would be $980. She said go ahead with the repair. Included in this charge is the freight to ship the compressor, the Freon to refill the system once the compressor is installed, torch and solder fee, labor to install the compressor. Mrs. [redacted] was demanding and nasty every step of the way. By the way there were 3 people present when she approved the job for $980. She called the day after the compressor was installed and said she feels she should not have to pay the $980. That she works for a Marina and they don't charge labor on warranty jobs. Well HVAC industry covers parts not labor. Labor is installed by the installation company for 1 year. Since she didn't have us install her equipment in order to save herself money upfront and using our employee to do it behind our back we have no responsibility in her installation and she is subject to the changes. Since she approved this prior to us doing the job this complaint is completely bogus. By the way Mrs. [redacted] worked for [redacted] who our ex employee also worked there with her. Very shady business dealings. Best regards, Allen ButlerPresidentWestlake Heating and Air Corp###-###-####

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

We did buy the unit elsewhere and my husband who is a contractor installed it...Not your ex employee!! I don't know why you would even think that because it is not true. It was installed in April of last year. I did not call and ask for a warranty compressor. I looked to see who was the dealer for this unit and it was your business so I call to see if you could check out because it had stopped working. [redacted] came out and fixed a wire inside and heat was working then told us compressor sounded funny and should replace under warranty and would not cost us anything. I was given an invoice saying labor only $980. [redacted] did say if I wanted heat because I did not know what to do with the snow coming. I was not demanding and nasty and never would be. [redacted] came on the phone and was very nice saying she understood because of what I was told and to keep warm and safe through the storm and she would call back Monday with an adjustment. I even told her I understood to and was willing to pay some and was not asking for all to be taken off. Same day the heat went off again just like before so it was not fixed. Your tech could not even get back out there because of the snow. When he did the following Monday he knew exactly what the problem was... the transformer which we paid for. I left message after message for you and [redacted] but neither would call me back. You seem to be mad because you thought I paid one of your employees on the side to install this unit which is absolutely not true and I can prove it! I'm still confused why you would say that! So I'm not the one being nasty, unethical and shady!

Regards,

We had a .problem with our heat pump on a house we had just bought. We called Westlake Heating & Air. They said they were coming and would be here in 45 minutes. It ended up being the next day before they arrived. They did, however, call and let me know that they were held up. When the service technician arrived, he could not stay off of the phone for more than 2 minutes at a time. He was on his phone the entire time he was here. He also cussed when replying to a question from my husband. I found the technician to be very unprofessional. We were informed that our unit needed a defrost board and the cost would be $386.00. I asked how long it would take to replace. He said it was just a matter of unplugging the old one and plugging in the new one. I thought that the estimate seemed expensive so I called and priced the part, it was $130.00. This company was going to charge me an extra $256.00 to replace. I would NOT recommend this company.

Review: Had company install new furnace-Our air filter was working at the time of installation when they put it back in place it did not work-they had moved it around in the floor. For 2 days-wanted us to pay for replacing it with a cheaper model-damaged our floors-they need to be replaced.Desired Settlement: Want our air filter replaced with the same one they broke. Replace vinyl flooring they damaged.

Business

Response:

To address Mr. [redacted] statement that he has contacted us many times and we would not talk to him, please be advised that we have record of several calls from the customer, plus he has called and received calls from Mr. [redacted], the company owner, from his personal cell phone.

Mr. [redacted] contacted us on a referral from a newly installed customer. Upon minutes after Mr. [redacted] arrived to inspect the HVAC system Mr. [redacted] voiced concerns, and personal comments, about our competitors, along with other contractors whom we are associated with here in the county. He also claimed he always gets something for nothing when it comes to dealing with “you guys”.

During the initial visit we identified the need for a new HVAC system, along with a recommendation that Mr. [redacted] replace his very dated Electronic Air Cleaner. (It is important for you to understand that upon visual inspection you cannot determine if an electronic air cleaner is properly working.) Mr. [redacted] indicated that the unit was over 20 years old and he had no intention of replacing it.

We quoted Mr. [redacted] a 15 SHEER high efficiency Bryant/ Carrier gas furnace unit at $6800.00, and $300.00 for 70 feet of gas line track pipe. Mr. [redacted] agreed and we installed the unit on December 9, 2013. He was invoiced for the amount of $7100.00.

When Mr. [redacted] received our invoice, work order [redacted], he called Mr. [redacted] and told him he had no intention of paying more than $6000 for the unit, and to stop by anytime to pick up the cash.

Mr. [redacted] was not able to make it clear to Mr. [redacted] that he had agreed to a specific price. Mr. [redacted] became tenacious and made threats and insisted his point of view. With no specific recourse

Mr. [redacted] accepted the offer and Mr. [redacted] paid $6300.00 ($6000 for the Bryant unit, and $300 for the gas line)

A few weeks later Mr. [redacted] called saying there was a noise in the air handler that was not there before we installed our unit. We sent our most experienced service technician, 20 years experience in the trade, who found no issue with the return.

Days later Mr. [redacted] called to say his electronic air cleaner was not working. Mr. [redacted] reminded him that the unit had been brought to his attention and after conversation offered to install a new unit at cost. Mr. [redacted] stated he’d get back to us.

The next day Mr. [redacted] called to say that he had no intention of paying for a new air cleaner, and that there was damage to his kitchen floor and he wanted us to replace the linoleum in the entire room. This was the first time Mr. [redacted] had mentioned the kitchen floor either to Mr. [redacted], or the technician who had visited his home.

He became discourteous and offensive with Mr. [redacted], made threats, and hung up. We have not heard from Mr. [redacted] again on this issue, but on March 21, 2014 we did run a no charge service call. During that visit he did not mention any concerns.

We stand that we will install a new electronic air cleaner for Mr. [redacted] at our cost, estimated to be near $500.00 providing he pre-pay the exact amount. We will not however take responsibility, nor pay for, Mr. [redacted]’s new kitchen floor.

Respectfully Yours,

Controller

Westlake Heating and Air

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Please see attached.

Regards,

[redacted] & [redacted]

Business

Response:

RE: Revdex.com Customer Complaint #[redacted] – [redacted])

In review of the response from Mrs. [redacted] to our answer to complaint # [redacted] please be advised that I have polled all internal personnel who have been involved with this customer’s issue and the company’s account is too far off from that of the [redacted].

To include that we do not now, or have ever had, a [redacted] working for us. And that Mr. [redacted] insists that he spoke with Mr. [redacted] several times when he answered his cell phone.

Regardless we are willing to provide Mr. [redacted] a new Preferred Series Carrie Air Cleaner at no charge with the understanding that he would have to have someone else install the unit.

Mr. or Mrs. [redacted] can call the office at their convenience on ###-###-#### and speak with anyone who answers as to when we can deliver the unit with the understanding that we will need 48 hours (2 business days) to procure the unit.

Sincere regards,

Controller

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me and consider this complaint resolved.

Regards,

[redacted] and [redacted]

BE CAREFUL!! First they showed up 6 hours early. They did an $85 inspection of my oil furnace as agreed. They changed a $6.00 fuel filter and charged me $150.00 !! Three days later when I went to turn the furnace on it would not work. I called their emergency 24 hour repair Saturday at 4:30 pm and NEVER heard from them! I had to go online to try to find out what was wrong. I eventually fixed the problem myself. The repairman had left wires disconnected. The following Tuesday I still had not heard from them. I called again, they had no idea why nobody ever called back. I asked for a refund of $140.00, as the repairman did not fix but rather broke the the furnace and I'd give them $10 for a $6 filter. They agreed and said a check would be coming. I've called 3 more times, getting told the same each time. three months now and still no refund.

Review: Provided crane service on March 31, 2015 and have requested payment over 5 times. Have called and was told payment would be mailed same day and still nothing. Now when I call I'm told they will have someone call back and don't.Desired Settlement: Full payment of $460.00

Business

Response:

[redacted] stated they would call and pay by credit card.

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

We have already notified them that we do not accept credit card payments.

Regards,

Business

Response:

Hello,In response to the letter we can send a check if that will satisfy the complaint. Let us know or call the office [redacted] and we can send it out today. Thank you.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

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Description: AIR CONDITIONING CONTRACTORS & SYSTEMS, HEAT PUMPS, HEATING & AIR CONDITIONING, HEATING CONTRACTORS, AIR CONDITIONING REPAIR

Address: 695 Lakewood Forest Road, Moneta, Virginia, United States, 24121

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